How Training Can Set The Atmosphere in a Contact Center
Join host Bruce Belfiore with Fidel Ligsay, VP of Call Center Operations, and Ezra Easley, Director of Call Center Operations, Health Net Federal Services, as they discuss best practices in contact center training. Health Net Federal Customer Service Representatives are always thirsting for more knowledge, whether it's regarding the markets they serve or the health benefits available to service members. Health Net employees focus on empathy with their military community. This has helped Health Net create a unique culture where everyone feels a purpose and a mission to serve those who serve our country.
About CallTalk
Broadcast monthly, directly over the Internet to your desktop, CallTalk covers informative and educational topics that impact today's call center. This show is hosted by Bruce Belfiore, CEO of BenchmarkPortal. It is aired without the participation of vendor sponsorship, so that topics are free from their influence and guided solely by the needs of our listeners.
Guest Host: Fidel Ligsay, VP of Call Center Operations, Health Net Federal Services
Fidel Ligsay is the Vice President of Call Center Operations for Health Net Federal Services, based in Health Net's Rancho Cordova, California office. He has been in that role for the past 6 years, supporting the TRICARE managed health care support contract for the country's North Region. This region supports close to 3 million beneficiaries, their families, and the providers of care in that region. Prior to that, Fidel held a similar role with Health Net's commercial managed care operation in Shelton, Connecticut. He also has extensive call center leadership experience in a number of other industries, including banking and insurance. Fidel earned his MBA from the University of Texas at San Antonio, and currently resides just outside of Sacramento, California with his wife and two sons.
Guest Host: Ezra Easley, Director of Call Center Operations, Health Net Federal Services
Ezra Easley is the Director of Call Center Operations for Health Net Federal Services, based out of Health Net's Johnstown, Pennsylvania office. He has been in that role for almost 2 years, supporting the TRICARE managed care support contract for the country's North Region. Prior to this role Ezra served as the Director, Patient Appointing Services for 4 years, managing Health Net's Appointing contract for the Puget Sound region, located in Tacoma, Washington. He has been with Health Net since 2004. Ezra has over fourteen years of call center leadership experience, including a background in health care, telecommunications, and sales. He currently resides in Greensburg, Pennsylvania with his wife and three children.
Time: 10am PT / 1pm ET
Duration: 30-45 Minutes
Topic: How Training Can Set The Atmosphere in a Contact Center
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